Refund policy

Withdrawal and returns

Right of withdrawal

If you buy as a consumer, you have the right to withdraw from the purchase within 14 days without giving a reason. The period runs from the day on which you, or a third party named by you other than the carrier, take possession of the last item. Where a product arrives in several parcels, we count from the day the last parcel is received.

How to tell us

Write to kave@bestretto.com, or send a letter to BESTRETTO, Csók utca 1/B, 8230 Balatonfüred, Hungary. A clear statement that you are withdrawing from the purchase is enough. Please include your order number so that we can act quickly. Sending the statement before the deadline is sufficient to meet it.

What happens next

You must return the goods within 14 days of telling us that you are withdrawing. You bear the direct cost of returning the goods.

We refund the purchase price and the standard delivery cost within 14 days at the latest, using the same payment method you used, unless we have expressly agreed otherwise with you. You will not be charged any fee for the refund. We may withhold the refund until we have received the goods back, or until you have provided proof that you have sent them back, whichever is earlier.

One thing to know in advance, because size matters here

These parcels are large. The biggest sizes arrive in boxes over a metre long, and the three metre tree comes in two parcels. Return shipping can therefore cost more than usual. Please measure the space before you order, and check the box dimensions on the product page.

What to watch out for

You may unpack, assemble and inspect the tree. If you use it beyond that, for example leave it decorated for several days, you are liable for any loss of value. Please keep the original box until the 14 days are up, because a safe return is hard to arrange without it.

Business purchases

The 14 day right of withdrawal applies to consumers. Where the invoice is issued to a company, an institution or a sole trader, the right of withdrawal does not apply, and the terms of our agreement govern instead.

Faulty goods

If a product is faulty, you have statutory warranty rights regardless of the right of withdrawal. Write to us and we will arrange repair or replacement. The details are in the Terms of service.